In the Device settings, under Issues and diagnostics, you can find information on:

  • Call details

  • SpeakerTrack dagnostics

  • Sending logs

  • Microphone check

  • Webex connection details

  • Webex connectivity test

For more on how to contact Cisco Support, see Contact Support.

About your device

Your device's settings menu is the place to find basic details such as your device's model or the RoomOS version it is using.

1

To open the Settings menu, swipe from the right side of the screen or tap the button. Then tap Device Settings.

2

Tap About this device to find information on the model of device, serial number, software version, and other details.

Check network connections

The Network connection screen shows you details like your device's ethernet or Wi-Fi settings.

1

Open the Device settings menu.

2

Scroll to and tap Network connection.

3

You can check your Network Status and make sure there is no issue with your Wi-Fi or Ethernet connection.

Check services

Check the Issues and diagnostics screen to make sure that basic services are working.

To check the current state of Cisco Webex and see if there are any ongoing issues, go to https://status.webex.com.

1

Open the Device settings menu.

2

Tap Issues and diagnostics.

3

Check your Webex connection details and perform a Webex connectivity test.
4

If green check marks do not appear beside any of these items, services are not working properly. If so, contact Cisco Support. See Contact Support.

Upload logs

On the Issues and diagnostics screen you can upload logs to the Cisco Webex Cloud if requested by your Cisco TAC engineer. These logs can be used to help diagnose and fix any issues occurring on your device. You can also enable extended logging. Extended logging gathers information which can help with any media quality issues that are occurring during calls or wireless presentations.

1

Open the Device settings menu.

2

Tap Issues and diagnostics.

If there is a problem with ultrasound interference, a warning appears at the top of the Issues and diagnostics screen. Ultrasound interference occurs when there is another device in the room generating another ultrasound signal. This signal can interfere with the ultrasound your board sends out to detect any Cisco Webex apps in the room.
3

Toggle on Extended logging. The collected information is stored with the other logs and can be sent to the Cisco Webex Cloud by carrying out the next step. You can also toggle on People focus logging, which collects data and events related to the People Focus feature.

4

Tap Sends logs to upload your device's logs to the Cisco Webex Cloud.

5

Copy the log ID which appears when the logs have uploaded. Provide it to your administrator or TAC engineer so that these logs can be identified and downloaded.

Check call quality

If you're experiencing call quality issues, check the the call details for media statistics overview. This information allows you to see if packet loss is occurring during your calls and give you detailed media diagnostic information.

1

During a call, open the Device settings menu.

2

Tap Issues and Diagnostics and Call details.

3

Tap on the meeting or call to get information such as call rate or frame rate.
4

You can toggle on Media statistics overview to get media dagnostic information.

SpeakerTack diagnostics and Microphone check

SpeakerTrack diagnostics

You can check that your device's camera is working properly by using the selfview. The selfview allows you to see the video that your camera is sending to other meeting participants.

You can also enable SpeakerTrack diagnostics, which display the entire image captured by the full-frame camera sensor. This allows you to verify the people count, ensure that faces are being detected, and observe the specific area the camera crops when focusing on a particular speaker. Faces are detected with these color-coded squares:

Type

Description

Clearly detecting a face.

Detecting a face, but not clearly.

Failed to detect a face.

After appearing for a moment, the red square then disappears.

1

In the Settings menu, go to Issues and diagnostics and toggle on SpeakerTrack diagnostics.

2

Open your selfview and check the color-coded squares table above for a description of the squares you see there.

Microphone check

You can check if your microphones are working properly simply by selecting Microphone check in the Issues and diagnostics menu and speaking to test the microphone(s).

Reset to default settings

As a last resort, you can factory reset your device to troubleshoot issues. This action clears all data and settings from the device permanently.


When you return your device to its default settings, you will lose your current registration. As a result, you need to get a new activation code to use the device. You cannot undo a factory reset.

1

Open the Device settings menu.

2

Scroll to the bottom and tap Factory reset.

In addition to the steps above, you can also factory reset a Board series device by pressing the reset pinhole. There is no confirmation message, and all data and settings are permanently cleared after the reset.